Location: Remote within Canada Employment

Type: Full-Time (40 hours/week)

About the Role

As an Implementation Consultant, you will play a key role in ensuring customers successfully adopt and realize value from our software. You will guide clients through onboarding, configuration, training, testing, and go-live activities while providing best-practice recommendations throughout the implementation process.

You will work closely with customers and cross-functional teams, including Customer Success, Product, Support, and Development, to deliver a seamless implementation experience and drive long-term customer satisfaction.

What You'll Do

Customer Onboarding & Implementation

• Lead assigned customer implementations from kickoff to go-live.
• Gather customer requirements and support solution configuration.
• Coordinate implementation activities, timelines, milestones, and deliverables.
• Assist with data migration validation, system setup, and user acceptance testing (UAT).
• Ensure project milestones and implementation standards are consistently met.

Training & Customer Enablement

• Conduct virtual and onsite training sessions for administrators and end users.
• Develop and maintain customer training materials, guides, and documentation.
• Assess customer readiness for deployment and adoption.
• Monitor training effectiveness and recommend improvements to onboarding programs.

Customer Relationship Management

• Serve as a primary point of contact throughout the implementation process.
• Provide proactive communication and project status updates.
• Troubleshoot customer questions and coordinate resolutions with internal teams.
• Advise customers on best practices and workflow optimization.

Process Improvement

• Create and maintain implementation processes, templates, and documentation.
• Contribute to continuous improvement initiatives across the Professional Services team.
• Provide feedback to Product and Development teams based on customer needs and implementation experiences.

Collaboration

• Partner closely with Customer Success, Support, Product, and Development teams.
• Contribute to team knowledge sharing and process enhancements.
• Assist colleagues with implementation planning and customer onboarding initiatives.

Requirements

What We're Looking For 

Required Qualifications 

• 3+ years of experience in SaaS implementations, onboarding, customer success, professional services, software training, or related customer-facing roles. 

• Experience managing multiple projects or customer engagements simultaneously. 

• Strong analytical, problem-solving, and organizational skills. 

• Excellent communication and presentation skills. 

• Ability to build strong customer relationships and influence stakeholders. 

• Comfortable learning and explaining technical concepts to non-technical audiences. 

• Ability to work independently in a fast-paced environment. 

Preferred Qualifications 

• Experience implementing SaaS, ERP, CRM, HRIS, association management, or business software solutions. 

• Project management experience or exposure to implementation methodologies. 

• Experience delivering software training or customer enablement programs. 

• Experience supporting software integrations or data migration activities. 

• Post-secondary education in Business, Information Technology, or a related field. 

Success Factors 

• Customer Focus 

• Communication & Influence 

• Problem Solving 

• Time Management 

• Adaptability 

• Collaboration 

• Accountability 

• Continuous Learning 

• Results Orientation 

Additional Requirements 

• Ability to travel periodically within Canada and the United States as required. 

• Valid passport and ability to travel internationally when needed. 

• Criminal background check required. 

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